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Peer reviewedCalvert, Philip J. – Journal of Academic Librarianship, 1998
An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation. A…
Descriptors: Academic Libraries, Evaluation Methods, Foreign Countries, Information Services
